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Your development partner

We are your full stack development partner, with experts ready to configure, build, and integrate any application or system. We work with several languages and frameworks, including MuleSoft, Heroku, Snowflake, Python, JavaScript, React, and Node.js.

Our team of experts can support you with:

  • Consulting: System audits, requirements gathering, and project scoping
  • Integration: Data migration, system integration, and customization
  • Development: Front-end, back-end, mobile and apps 

Why work with us?

  • Custom Team: We build the team you need.
  • Partnership: Our average customer relationship is 4-5 years.
  • Growth: We provide continuous skill development through our internal training program.
  • Easy: Our customers benefit from nearshore rates and US time zones for smooth collaboration.
  • Expertise: We offer the knowledge of a large company with the accessibility of a small one.

For more information, visit: https://oktana.com/full-stack/

United States United States
1116 Smith Street, Charleston, West Virginia WV 25301
+14154497550
$50 - $99/hr
50 - 249
2014

Service Focus

Focus of Software Development
  • Java - 10%
  • PHP - 10%
  • Javascript - 10%
  • AngularJS - 10%
  • Python - 10%
  • Node.js - 10%
  • .NET - 10%
  • Ruby on Rails - 10%
  • ReactJS - 10%
  • C++ - 10%
Focus of IT Services
  • Staff Augmentation - 100%

Oktana's exceptional Other Services services give clients a considerable advantage over the competition.

Focus of Web Development
  • Wordpress - 20%
  • Drupal - 20%
  • Joomla - 20%
  • Sitecore - 20%
  • Squarespace - 20%
Focus of Web Design
  • Website - 100%
Focus of Mobile App Development
  • iOS - iPhone - 50%
  • Android - 50%
Focus of Testing Services
  • Automation Testing - 100%
Focus of Artificial Intelligence
  • Machine Learning - 100%

Industry Focus

  • Information Technology - 70%
  • Healthcare & Medical - 10%
  • Banking - 10%
  • Other - 10%

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Client Portfolio of Oktana

Project Industry

  • Telecommunication - 100.0%

Major Industry Focus

Telecommunication

Project Cost

  • $10001 to $50000 - 100.0%

Common Project Cost

$10001 to $50000

Project Timeline

  • Not Disclosed - 100.0%

Project Timeline

Not Disclosed

Portfolios: 1

Global GSI Partner

Global GSI Partner

  • Global GSI Partner screenshot 1
$10001 to $50000
Not Disclosed
Telecommunication

Oktana collaborated with a leading global systems integrator (GSI) to help their FinTech client implement a complex call center CRM solution using Salesforce.

The FinTech client, an outsourcing and purchasing company for various credit portfolios, primarily engaged with clients through a call center. Their internally built CRM limited productivity and couldn't scale for growth.

Solution: Salesforce Integration for Optimized Call Center Operations

Oktana developed a new call center CRM solution using Financial Services Cloud (FSC) as the core data model, supported by Service Cloud, Sales Cloud, Marketing Cloud, and Experience Cloud, with integrations to Wolkvox CTI and other systems.

Key elements of the solution included:

  • Deployed Salesforce FSC with Household data model, Life Events, and CRM Analytics.
  • Developed affordability calculators for generating payment agreements.
  • Configured a collections process to calculate payment capacity, formalize agreements, and monitor collections.
  • Migrated the decision tree-based scoring system for phone calls into Salesforce using data-driven flows.
  • Deployed Omnichannel functionality for phone, email, chat, and WhatsApp, including WhatsApp Business Bot configuration.
  • Configured Einstein Bots for automated responses and routing complex conversations.
  • Implemented Marketing Cloud for portfolio segmentation and targeted communication via email and SMS.
  • Launched a self-service portal using Experience Cloud for financial tools, billing history, payment information, debt forgiveness options, and support.
  • Integrated Salesforce with internal transaction systems and Wolkvox CTI for predictive dialing.

Results

The Salesforce call center CRM replaced the legacy application, providing a 360-degree customer view. Call center agent productivity increased by over 25% due to the integration with Wolkvox CTI for predictive dialing and other systems, enabling quick data access within Salesforce.

Read the full story: https://oktana.com/success-stories/call-center-deployment-global-gsi-partner/

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